topic Re: Disgusted with CS!!! in Customer Care

Disgusted with CS!!!

lovesallanimals — Mon, 11 Mar 2019 16:39:52 GMT

I have called CS 5 times this morning and I cannot believe how unhelpful or uncaring these peope are. I ordered a Temptations item and it is sitting in my UPS center for 4 days. I should have been delivered already. When I called this morning they said gee, I am sorry but we cannot do anything, don't know why it is stuck there. I said that after 30+ years of being a customer, spending a small fortune, should I not have the courtesy of a replacement being sent out to me? They said no, I have to wait until the 14th. I am sorry, this is absurd. I have never had anything sit so long in a UPS center and when it was, I never received it as it was lost in la la land somewhere. I have never experienced such poor CS as QVC. Now I have to order another one as I am sure this one is lost. These people should be trained on how to speak to and handle your customers, they acted as if they could care less and I was intruding on their coffee break!

Re: Disgusted with CS!!!

KingstonsMom — Mon, 11 Mar 2019 16:45:38 GMT

@lovesallanimals

Have you tried calling UPS customer service or inquired on their website?

They are the ones who would know the whereabouts of your package, since it's in their possession.

Re: Disgusted with CS!!!

Pecky — Mon, 11 Mar 2019 16:48:31 GMT

@KingstonsMom wrote:
@lovesallanimals

Have you tried calling UPS customer service or inquired on their website?

They are the ones who would know the whereabouts of your package, since it's in their possession.

I agree, UPS is the one to call to find out since they have it.

Re: Disgusted with CS!!!

kaydee50 — Mon, 11 Mar 2019 16:49:16 GMT

Well, IMO, QVC as the "shipper" should be responsible for following up on the item that it sent. They have the tracking number. We're paying to receive an item in a timely manner. Up to the shipper to make sure it gets to its destination.

Re: Disgusted with CS!!!

Krimpette — Mon, 11 Mar 2019 16:50:45 GMT

Call UPS! They should be able to tell you exactly the status of your package. I've always found them to be very helpful.

Re: Disgusted with CS!!!

Kachina624 — Mon, 11 Mar 2019 16:53:56 GMT

@lovesallanimals. I think you are not getting an enthusiastic response from QVC because you are being unreasonable. UPS decides delivery schedules according to priority; QVC has nothing to do with UPS business. QVC pays a low rate for shipping services so their packages have a low priority. For instance, I almost never get deliveries on Mondays; it's a busy day and other shippers have a higher priority. You need to be patient.

Re: Disgusted with CS!!!

Carmie — Mon, 11 Mar 2019 16:55:02 GMT

You are angry at QVC because UPS is holding your package?

How do you know if QVC sent a replacement, it also wouldn't be held for days by UPS?

Your anger is misdirected. Do the smart thing and call UPS.

QVC's customer service reps are probably shaking their heads. You called FIVE times in one morning for something they have no control over. Scheech!

Re: Disgusted with CS!!!

lovesallanimals — Mon, 11 Mar 2019 16:58:22 GMT

@kaydee50 wrote:
Well, IMO, QVC as the "shipper" should be responsible for following up on the item that it sent. They have the tracking number. We're paying to receive an item in a timely manner. Up to the shipper to make sure it gets to its destination.

kaydee50: You are absolutely right. Anything I have ever ordered through the mail was the shippers responsibiity. I have always received help from every other seller. They were the ones who followed up on my order, not me. They are the shipper and yes, it is their responsibility. Kaydee50, thank you for your response, it is refreshing to get one on this website that is not snarky or sarcastic.

Re: Disgusted with CS!!!

Susan-QVC — Mon, 11 Mar 2019 16:59:14 GMT

@lovesallanimals I am sorry for the frustration this order is causing. I will email you regarding the order.

Susan Q-Social

Re: Disgusted with CS!!!

lovesallanimals — Mon, 11 Mar 2019 17:16:42 GMT

@Susan-QVC wrote:
@lovesallanimals I am sorry for the frustration this order is causing. I will email you regarding the order.

Susan Q-Social

Susan - QVC: Susan is the best! She just emailed me and is helping me the way it should have been handled when I called CS. Thank you Susan!

Re: Disgusted with CS!!!

Bhvbum — Mon, 11 Mar 2019 17:23:19 GMT

@lovesallanimals wrote:

@Susan-QVC wrote:
@lovesallanimals I am sorry for the frustration this order is causing. I will email you regarding the order.

Susan Q-Social
Susan - QVC: Susan is the best! She just emailed me and is helping me the way it should have been handled when I called CS. Thank you Susan!

I suspect CS has a different story. I am a person with a customer service job, and I don’t respond well to this type of customer.

Re: Disgusted with CS!!!

Carmie — Mon, 11 Mar 2019 17:26:54 GMT

@Bhvbum I know exactly where you are coming from.

Just another person who feels entitled.

Re: Disgusted with CS!!!

cookie16 — Mon, 11 Mar 2019 17:41:21 GMT

I am glad your problem is being addressed but I have always received prompt courteous attention from CS at QVC. No fingers pointed but after dealing with complaints by customers all day, some of which I know aren't the most kind, I try to be respectful to them. Sort of what goes around comes around. Again, not suggesting anything but just my experience. I am a long time customer and have had issues with some orders but they have always been resolved.

Re: Disgusted with CS!!!

jackthebear — Mon, 11 Mar 2019 18:00:27 GMT

many things here, the CS people are usually given limited authority to do anything, have a script to go by.

it's obvious but have you gone to UPS site and entered the tracking info?

Re: Disgusted with CS!!!

lovesallanimals — Mon, 11 Mar 2019 18:35:30 GMT

I do love these forums. Most of the people are so nice, polite and normal. Then you get the real snarky, sarcastic comments from people who are probably just bitter with life in general. Oh well, I am done here, will not read any replies as I have better things to do with my time. And no, I have never felt entitled!! What a ridiculous comment from someone who has never met me. Unbelievable.

Re: Disgusted with CS!!!

icezeus — Mon, 11 Mar 2019 22:11:23 GMT

I am not bitter, neither do I troll or make snarky remarks. When I saw the topic of this thread I was expecting a different opening post. There is no harm in being reasonable. I am use to handling things. If I would have called CS for this matter and not received the response that I wanted, my next call would have been to UPS.

Oftentimes what we put out is what we receive.

Re: Disgusted with CS!!!

WindingRoad — Mon, 11 Mar 2019 20:41:09 GMT

@kaydee50 wrote:
Well, IMO, QVC as the "shipper" should be responsible for following up on the item that it sent. They have the tracking number. We're paying to receive an item in a timely manner. Up to the shipper to make sure it gets to its destination.

ITA. The OP is spending their hard earned money with QVC, not UPS. It's QVC's responsibility, as the shipper, to find out why the package is past it's EDD, make sure it is delivered to the customer and, if not, make good on it if it's lost forever. The package belongs to QVC until it reaches the OP!

QVC is wrong or at least the agents that handle their jobs like this. They are shirking their responsibility, putting it on the customer.

I've experienced the very same decline with QVC CS, even the supervisors don't seem to give a cr-p lately, very lately. The change is really apparent. .

I guess with the current job market, they're having a hard time finding good help too.

Re: Disgusted with CS!!!

jubilant — Mon, 11 Mar 2019 22:11:41 GMT

I always get an approximate delivery date under "order status". It depends on the item. Some things come faster than others. Some are around 7 to 10 days depending on where it is shipping from so I have learned to order early if it's something I need. Some are in 3 or 4 days. I do check under the order status so I am not disappointed if it doesn't come earlier. Nice of the mods to check on it for you.

Re: Disgusted with CS!!!,

Gorgf — Tue, 12 Mar 2019 11:37:45 GMT

CS has been hit or miss. I dread calling CS as not sure what response will be on the other side, friendly or not. I hate feeling that way and honestly rarely have to call. Some times I have emailed rather than get a curt operator. Yes, it is a tough job but sometimes I dont even get a sorry or see what I can try to do to help. Just a canned remark like, send it back and imply not my problem. CS from other companies have been helpful, so I do not understand why Q cant be consistent as well.

Re: Disgusted with CS!!!

gizmogal — Tue, 12 Mar 2019 19:30:17 GMT

I returned an item on Feb 26 using the QVC label that came with the packing slip. As of March 11, it had not arrived so no action was taken on giving me my refund. The tracking number gave no results at all. Was it stuck in the post office?

I called QVC customer service and told the story. Without any proof at all that I had shipped it, I was given the full refund right then. Good customer service, I’d say.

But according to theory offered here, as the “shipper” (yes, I’m the one who sent it!!) I should be responsible for its whereabouts and QVC should owe me nothing, unless I can trace where it is and explain why it hasn’t arrived! What? Yet, customer service simply gave me the refund without attitude and accepted the loss.

The shipper is not responsible once the carrier has the package. Or I’d be out the price of my returned merchandise since I did the shipping, butbused a QVC label. This is just a rebuttal to a very questionable theory that QVC as the shipper can control UPS as the carrier, and has to make good on the customer’s dissatisfaction with non-delivery circumstances. If you have a tracking number and know he location of the package, the carrier gets to answer the questions, not the shipper.

The package going to the OP isn’t lost. UPS needs to be contacted. I think customer service at QVC is rather good.